Compliments & Complaints

At Feeling Herd Ltd., we value feedback from participants, parents and carers, professionals and our wider community.

We want everyone who uses our services to feel listened to, respected and supported. We welcome both compliments and constructive feedback, as they help us recognise what we are doing well and identify where we can improve.

 

Compliments & Positive Feedback

We love hearing when something has made a positive difference.

You can share compliments or positive feedback with us verbally, by email, in writing or through our feedback channels.

With your permission, positive feedback may be used anonymously to celebrate good practice, support staff and demonstrate the impact of our work.

 

Raising a Concern

If you have a concern, we encourage you to speak to us as soon as possible. Many concerns can be resolved quickly through an open and honest conversation.

You can:

• Speak to a member of the Feeling Herd team.

• Contact a director or manager.

• Email us or provide your concern in writing.

You do not have to raise a concern informally if you would prefer to make a formal complaint.

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Making a Formal Complaint

Formal complaints can be made verbally or in writing.

Where possible, please provide details of what has happened, when it happened and any information you feel may help us understand the situation.

We will:

• Acknowledge formal complaints within 5 working days.

• Review and investigate concerns fairly and sensitively.

• Speak to relevant people and review information where necessary.

• Provide a written response normally within 20 working days, or let you know if more time is needed.

 

What Can Happen Following a Complaint?

Depending on the circumstances, the outcome may include:

• An explanation or clarification.

• An apology where appropriate.

• Changes to our practice or procedures.

• Additional staff training or support.

• Further action where necessary.

If you are not satisfied with our response, you can request a further review by a senior manager, director or appropriate independent person.

 

Confidentiality

We will treat complaints and feedback sensitively and confidentially. Information will only be shared with those who need to know in order to investigate or respond, or where we have a safeguarding, legal or serious safety responsibility to do so.

 

Safeguarding

If a concern relates to the safety or wellbeing of a child, young person, vulnerable adult or animal, it may need to be managed through our safeguarding or welfare procedures rather than through the standard complaints process.

We will never disadvantage someone for raising a genuine concern or complaint in good faith.

Your feedback matters. Whether you have something positive to share or something you feel we could do better, we want to hear from you and use your feedback to help Feeling Herd continue to grow.